IT Support Engineer

Details

As an IT Service Desk Engineer on the IT team, you will own the end-to-end onboarding operations experience that sets every new hire up for success on Day 1. The role supports global onboarding operations and partners with IT, People Ops, Engineering, and Security to deliver a consistent, high-quality experience. Responsibilities include day-to-day support operations, maintaining documentation and workflows, and driving automation to reduce friction while maintaining quality.

Responsibilities

• Own new-hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue resolution, and facilitated sessions for high-touch or specialized cohorts.
• Manage the global onboarding support rotation, ensuring regional coverage and readiness, and train rotating team members on onboarding standards and processes.
• Lead intake, triage, and escalation of onboarding-related requests through ticketing systems, coordinating with partner teams to resolve blockers affecting new hires.
• Maintain the Computer Setup Guide and onboarding knowledge base, ensuring documentation remains accurate and aligned with live user interfaces, system behavior, and operational workflows.
• Identify repetitive issues and pilot low-code automations, bots, and AI-assisted support processes to reduce manual work at scale.
• Track and report operational metrics on onboarding quality, ticket trends, and support efficiency, using data to recommend process and tooling improvements.

Requirements

• 3+ years of experience in IT service desk, IT support, or onboarding operations, with hands-on experience supporting employees through account setup, device readiness, and Day 1 workflows.
• Demonstrated ownership of recurring operational processes, with the ability to maintain accuracy across documentation, knowledge bases, and support workflows.
• Experience triaging and resolving issues in ticketing systems such as Jira Service Management and support channels such as Slack, including escalation coordination with cross-functional stakeholders.
• Experience identifying operational patterns and translating findings into measurable process improvements, automation, or workflow optimizations.
• Experience coordinating quality-assurance reviews or operational health checks and producing summary reports that surface blockers, gaps, and improvement opportunities.
• Ability to use generative AI responsibly with human oversight to deliver business-ready outputs and improve workflow efficiency, cost, and quality.
• Experience using generative AI tools and copilots such as LibreChat, Gemini, and Glean, with a human-in-the-loop approach.

Compensation

• Annual base salary: $96,304–$113,859 USD, excluding equity and bonus.
• Total compensation may also include equity, bonus eligibility, and medical, dental, vision, and 401(k) benefits.

Additional Information

• Coinbase is remote-first but not remote-only, with quarterly in-person working sessions called “surges.”
• Candidates may submit a maximum of three applications within a six-month period.
• Equal opportunity employer.
• Job reference: #P78405.